Position Overview:

CSRs will learn how to fully conduct research in order to be able to identify the best course of action in resolving all customer inquiries including but not limited to benefits being offered to them by their employer and assisting these participants with enrolling in these employer benefits.

CSRs represent and protect the brand, ensuring each Customer connection is professional and accurate. They provide excellent customer service through active listening and aim to resolve issues on the first interaction by being proactive, patient, empathetic, and understanding.

• Answer incoming calls from members to resolve issues, answer product inquiries and program questions, handle complaints, troubleshoot problems and provide information that demonstrates knowledge of products and services provided by the client, inclusive of benefit plan options.

• Utilize judgment and available resources in order to offer reasonable solutions and alternatives that stay within company guidelines and manage risk exposure

• Tactically support member relationship by providing further insights into specific offerings as it relates to the client product and services

• Complete after call support functions which include the processing of forms and applications, call disposition and resolution reports/logs as well as required clerical processes and interfacing with other departments

• Identify customer trends and escalate to the appropriate channels per client and company policies

• Provide one-call resolutions to customer situations in the attempt to prevent repeat calls

• Deliver the brand promise every day

Required Experience, Skills & Competencies:

• 2+ years of interactive customer service experience providing customer issue resolution

• Fluent in English (read, write and speak) and if required for bilingual roles, fluent in both English and French

• Strong computer navigation skills with the ability to use multiple platforms simultaneously

• Minimum typing speed of 30 WPM with excellent spelling and grammar

• Very customer service focused, able to interact with customers in a friendly and polite manner

• Passionate about customer service and being an advocate for our customers, showcasing empathy and understanding of stressful situations

• Strong ability to analyze data, make difficult decisions, and solve complex problems 

• Strong critical thinking skills with the ability to ask investigative questions and conduct further research when warranted

• An effective team player who can also work independently

• Comfortable working in a fast-paced environment and able to adapt to change efficiently

• Proven ability to deal with problems and solve them effectively

• Excellent written and spoken communication skills

• Robust multi-tasking skills (e.g., able to log calls, navigate multiple systems and interact with the customer simultaneously)

• Professional phone demeanor

• Flexibility to work a 40 hr work week during any day/any shift as needed within the program’s hours of operation: Monday - Friday 8:00 am to 10:00 pm EST /  7:00 am to 9:00 pm CST / 5:00 am to 7:00 pm PST which would also include training timeframes (all hours are subject to change based on business needs). Please note that Saturday and Sunday shifts may be added based on business needs and volume.

• High school diploma or equivalent

Preferred Experience, Skills & Competencies:

• Associates Degree or higher education

• Previous remote work experience

• Previous call center, health insurance, and/or benefits experience

Work-From-Home Requirements

• Dedicated, private home workspace free of distractions and interruptions

• Established home internet connectivity; minimum internet download speed of 15 mbps | upload speed of 10 mbps

• Understand own network environment at home

• Ability to troubleshoot own devices & connectivity

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first

• We embrace changes and innovate courageously

• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.